Best Western Louisville South / Shepherdsville — Hotel in Hillview

August 19th 2025 we came to the area for a family members army graduation at Fort Knox. We specifically chose this hotel in HotWire because the listing said “Family Friendly.” My daughters and I traveled and chose the room size appropriate to accommodate us along with small children. We arrived to check in at approximately 6 pm. As you can imagine- we had bags and other supplies for the baby that we needed to bring in and set up. We also pulled the sofa bed out for another spot to lie down after a long day. At approximately 6:30 pm we received a call from the front desk in our room saying that she received a noise complaint- and if she had to warn us again we would be asked to leave the hotel. In all of my time in traveling, I have never been spoken to or treated in this way. We traveled for many years with travel softball and stayed at many hotels and have never been on the receiving end of such a call. I can assure you that we were doing nothing out of the ordinary. We were bringing supplies in - setting supplies up and the children were moving about the room. The young lady that called had such an off putting tone that I decided to walk down to the front desk in person. I take the idea of being put out of a hotel room I already paid for very seriously. The young lady was having a loud conversation on her cell phone with her ear bud and when she saw me she hung up. This is what I remember from our conversation- but it might not be exact: I told her - I’m hear to talk about this noise complaint. She said, Yes - it was a warning. I gave you the courtesy of calling the first time. I said, “Well, I don’t understand what could have been happening that would warrant us being put out of a room that I have already paid for.” She said, “When I have the people below you asking if we are doing construction at the hotel - that is a problem.” I said, “I can assure you that we are not making a lot of noise. We were bringing our stuff into the room. It’s 6:30 pm. Your quiet hours are posted 10 pm to 6 am. We specifically booked this hotel because it said, “Family friendly.” She said, “We are family friendly. They kids can go outside and run around.” I said, “You’re not family friendly if we are being told that we are going to be put out the next time there’s a complaint. And you just take the complainers word for it?” She said, “No….the next time I would go and check.” I asked for the managers phone number. She gave me a card with the hotel’s phone number. I said, “If I call this - I will get to talk to you.” She said, “I can’t give you the manager’s direct phone number.” The rest of our night from 7 pm - until we were ready to check out the next morning was spent being overly worried about stepping too hard - or the kids crying because of the thunderstorm. I would also like to point out that I smelled smoke in the stairway and on my walk to load things in the car at 7 am as we were getting ready to check out. We did not use the elevator because it had loud, concerning sound up on the opening...

My husband and I stayed here for 11 nights. Over the course of 2 weekends, we were in town for Bourbon and Beyond and Louder than Life music festivals. The hotel was okay, not great. Our room was on the 2nd floor. Upon entering I noticed that only had 1 small chair, no couch or coffee table... which was a little odd because we had a 1 king bed room... but not a huge deal, we can just sit in the bed. The tv was really weird, when turning it on the volume was at 100 every time so we had to hurry and turn it down and it was on a static channel every time. I had to do a search for the channels...which was a joke. I had to literally do a search for channels every time...then the remote buttons didn't work half of the time to change the channel so it was whole ordeal everytime we turned the tv on. Once I found the guide on the tv, I made a list of the channel numbers so I wouldn't have to just search for channels everytime...that didn't work either because the guide numbers didn't match up to the channels. It was a mess and super annoying. I planned on calling the front desk to ask them about it and couldn't because the phone was hooked up. There was no cord going to the wall! So, I went to the front desk to talk to them about the tv/ remote problem and I got batteries for the remote (which didn't fix the remote response problem) and they said they were getting new tvs but hadn't gotten them all in yet. I told them about our phone not having a cord also. A few days later we come back from being out and there was a cord on our phone!! Meaning they came into our room without us there, which I really didn't like at all. Back to the tv- we were there for 11 nights so it was super anmoying having to deal with that tv issue every single time we wanted to watch tv. Also when we were there, it rained like crazy and we woke up one morning and noticed the floor by the window and about 6-8 feet out from the window was soaked and I mean soaked! My husband had his bag and some clothes sitting on the ground ( because we didn't have a couch or coffee table to set anything on!) and they were all soaked... so I went the front desk and told the lady about it and she said yeah some of our rooms do that, the best I can do is give you some towels...so she gave me towels. We had already used every towel we had trying to dry it up. It was crazy!! The breakfast was lacking, the coffee was not good. The ladies at the front desk were nice and the location of the hotel was great but that's the best I can say about it...

This hotel had several issues... I'm really not sure how it had such high ratings unless it's just really gone downhill recently. To start, after check in, we went to see the pool and discovered signs posted that the pool was closed. A maintenance person said they didn't have any sort of timeline as to when it would be open. We weren't made aware of the pool issue upon check-in, but by the time we checked out, they had a little sign posted on the front desk saying you could cancel your reservation free of charge if the pool closure was an issue. We later found out the health inspector shut it down due to a liner issue.

We discovered the phone in our room did not work when we were in need of bedding for the sofa bed and towels.

Mini fridge in the room needed servicing/defrosting as it smelled and was caked with ice inside.

The blow dryer in our room did not work.

There is a smell in the elevator, stairwell, and my husband also thought the room smelled as well.

The biggest concern is that the side entrances which are supposed to be locked and key cards used for entry do not lock... One of my kids just pulled the door open while waiting for us to get to the door with our key. I notified the front desk immediately as I felt this was a big safety concern. She did come mess with the door, but it was still completely unlocked the next morning, so I imagine it had been left unlocked all night.

Breakfast was missing biscuits, gravy, and yogurt on our second morning which they had our first, but overall was decent!

I just had to keep reminding myself I got what I paid for, a pretty crappy hotel. I'm sure the staff is aware and doing what they can, but at the end of the day, this place was...